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Void or refund customer payments in QuickBooks Online

SOLVEDby QuickBooks287Updated 2 weeks ago

Learn how to void or refund payments you process through QuickBooks Online.

If you have QuickBooks Payments, you can take and process customer credit card payments in QuickBooks Online. Sometimes you may need to void or refund payments. Here's how to void or refund a payment transaction in QuickBooks Online so everything is processed properly, and your accounting stays accurate. We'll also show you how to give partial refunds.





Find out when you can void or refund a transaction

  • Payment transaction batch at a particular specific time every business day which may vary based on region. If the payment transaction isn’t batched yet, you can void it. If you void the transaction before the payment gets processed, you’ll avoid a fee. Learn more about the payment processing times 
  • If the payment transaction has already batched, you’ll need to give your customer a refund. You can refund the whole amount or refund specific products, services or fees. Keep in mind that there are fees for refund transactions.
    1. Note: If you already set up instant deposits, the payments are batched automatically.


Void a sales receipt paid by credit card

  1. Go to Sales and select All sales (Take me there).
  2. Select the sales receipt for which you want to void the payment.
  3. In the Action column, select Void from the ▼ dropdown.
  4. Select Void on the message pop-up.
  5. The transaction is now voided, and you will see the Status as Voided.
  6. You can print a voided sales receipt by selecting Print icon.


Void an invoice paid by credit card

  1. Go to Sales and select Invoices (Take me there).
  2. Select the invoice for which you want to void the payment.
  3. In the Action column, select Void from the ▼ dropdown.
  4. Select Void on the message pop-up.
  5. The transaction is now voided, and you will see the Status as Voided.
  6. You can print a voided invoice by selecting Print icon.


Refund a customer's payment

There are a few ways you can issue refunds in QuickBooks Online. Follow the steps based on how you processed the transaction.

Note: Take note of these requirements when you issue credit card refunds.

  • Credit card refunds can only go back to the original card used for the payment. You might need to contact your customer to verify this info.
  • You can only refund up to the amount of the original sale.
  • You can only issue credit card refunds within 90 days of the sale.

Issue a refund manually

  1. Select + New, then select Refund receipt.
  2. From the Customer ▼ dropdown, select the customer you want to issue a refund to.
  3. Fill out the fields with the same info on the original sale.
    • To issue a refund to their credit card, select Credit Card from the Payment method ▼ dropdown.
    • To issue a refund to their bank account, select Direct Debit from the Payment method ▼ dropdown.
    • Note: If you don't have Direct Debit in the Payment method ▼ dropdown, select + Add new, then select Save.
  4. From the Refund from ▼ dropdown, select the account you want to issue the refund from.
  5. Add all products or services the customer returned in the Product/Service column.
  6. Make sure to fill the date, quantity, rate, amount, sales tax, and other fields accordingly, then select Save and close.
  7. You can now send or print the refund receipt by selecting Print icon.

Refund a credit card payment for a sales receipt, paid invoice, or receive payment form

  1. Select + New, then select Refund receipt.
  2. From the Customer ▼ dropdown, select the customer you want to issue a refund to.
  3. Enter the details in the fields using the same info from the original sale.
  4. Select the payment method and the account from which you wish to refund the customer.
  5. Select Save and close.

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